Delivery app drivers’ constant food mistakes are hurting local restaurants, say owners

Local restaurants in the St. John’s metro area are taking a stand against food delivery apps like Uber Eats and Door Dash. Instead of relying on these platforms, restaurant owners are urging customers to use their own delivery services to avoid high commissions and driver mistakes.

SpiceX, an Indian-focused eatery, has experienced significant financial losses due to customer refunds that owner Mithun Mathew believes are a result of delivery driver errors. Many drivers fail to use insulated bags, causing orders to arrive cold, while others juggle multiple orders across different apps, leading to confusion and missing items. Mathew empathizes with the drivers, acknowledging that their low pay incentivizes them to take on more orders than they can handle.

Despite efforts to dispute refund requests, Mathew has found that delivery app companies often require photo evidence, which isn’t always available. As a result, using these apps has become increasingly costly for his business, ultimately impacting his profitability and prompting him to explore alternatives.

One of the primary concerns raised by Mathew and other restaurant owners is the exorbitant commission rates charged by these delivery apps, typically ranging from 20 to 30 percent. Albin Jose Toms, owner of Black Cat Pizzeria, emphasizes that these rates can exceed the profit margin, forcing businesses to raise prices on the app. Smaller establishments, in particular, face higher commission rates due to their limited bargaining power.

Despite the challenges posed by these apps, Jose Toms views them as a necessary evil, acknowledging their importance in reaching customers. However, he encourages patrons to order directly from the restaurant whenever possible to support local businesses and ensure a more seamless experience.

Mathew echoes this sentiment, urging customers to purchase directly from SpiceX and utilize their in-house delivery services. In-store prices are typically lower than those on the apps, making it a more affordable option for customers. For app orders, Mathew has implemented a policy of only providing food to drivers who use insulated bags, emphasizing the restaurant’s commitment to quality service.

By prioritizing direct orders and in-house delivery services, local restaurants hope to mitigate the challenges posed by third-party delivery apps and provide a better experience for both customers and staff. As the debate over the role of these platforms in the restaurant industry continues, these businesses are taking proactive steps to protect their bottom line and maintain quality standards.